AccountId: 011433970860
ContactId: 84b12b87-4c4d-4b9a-a21e-ae737f424f4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266549 ms
Total Talk Time (AGENT): 70072 ms
Total Talk Time (CUSTOMER): 109741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/84b12b87-4c4d-4b9a-a21e-ae737f424f4f_20250423T19:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, for that this call is recorded for training and quality purpose. Yeah, and I need the claim status.
[AGENT][NEUTRAL] status, OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] Uh, it is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, sure. Before going further, this call is recorded on quality purpose. Yeah, and can you spell your name again, please?
[AGENT][NEUTRAL] Sure, my name is [PII]'s [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Yeah. And the callback number is [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, it is F as in Frank.
[CUSTOMER][NEUTRAL] 064.
[CUSTOMER][NEUTRAL] 983-89.
[AGENT][NEUTRAL] Mr. [PII], do you see the APL card? That number is not a number. We don't have letters in the beginning.
[CUSTOMER][NEUTRAL] Uh, actually, actually, the last person who work on the claim, uh,
[CUSTOMER][NEUTRAL] He actually speak with another rep.
[CUSTOMER][NEUTRAL] But he told that the patient is not found.
[CUSTOMER][NEUTRAL] So, if you want, I can give you a reference number for the, that.
[AGENT][NEUTRAL] Go ahead with the reference number with the last call. Yes, go ahead.
[CUSTOMER][NEUTRAL] Work on the patient?
[CUSTOMER][NEUTRAL] Uh yeah, it is Lafa, L as in Lima, A as in Alpha, F as in Frank, A as in Alpha, B as in Bravo, then 022.
[CUSTOMER][NEUTRAL] 02025.
[AGENT][POSITIVE] We don't have a lot of fat in our system we don't have a lot of fat working here.
[CUSTOMER][NEUTRAL] Oh, OK. So,
[CUSTOMER][NEUTRAL] OK, got it. Uh, just a moment, uh, just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh yeah. You're the, you are unable to find, correct?
[AGENT][NEUTRAL] Can you repeat?
[CUSTOMER][NEUTRAL] Uh yes, I was saying you are unable to pull the patient information, correct?
[AGENT][NEUTRAL] The policy number is not our policy number. That's not our policy number. Um, do you have anything that has the policy number for American Public Life or APL?
[CUSTOMER][NEUTRAL] With that member ID?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] That's who you're calling APL American Public Life. Do you see another number with that name?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, I see.
[CUSTOMER][NEUTRAL] Uh, can you give me the payer ID?
[AGENT][NEUTRAL] Our payer ID?
[AGENT][NEUTRAL] It's 60801, 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 6080.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Mr. Mo, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. uh, yeah, that's it. No worries. Can you repeat the number, please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Oh, OK, sure. No worries. Thank you so much, So, for your assistance. Have a, have a great day. Bye for now.
[AGENT][POSITIVE] Yes sir. Thank you for calling APL. Goodbye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye bye. You are on hold.